Senior Digital Learning Support Co-Ordinator

The opportunity University of the Arts London (UAL) is a world-leading creative University for teaching and research in art, design, fashion, communication and performing arts. UAL is made up of six renowned colleges and hosts several centres and institutes that further the University’s mission and social purpose, through the students and ideas we send out into the world and the partnerships we build to achieve social, environmental, and economic progress. As a Senior Digital Learning Support Coordinator, you will play a key role in ensuring a high level of end-user support for key Digital Learning platforms at UAL. The Digital Learning Support team provide 1st line support for the University’s Virtual Learning Environment (VLE) within an ITIL-based environment. You will be responsible for the day-to-day operational supervision of the Digital Learning Support desk, ensuring all requests are acknowledged, prioritised and assigned, and either resolved or escalated, to ensure we continue to deliver a valued service to staff and students across the university. You will get the opportunity to support a wide range of learning and content management systems such as Moodle, Turnitin, Panopto, Blackboard Collaborate, Mahara and WordPress. You will be passionate about technology with the drive to develop your expertise within a growing organisation. This role will involve working collaboratively across D&T teams, whilst promoting a customer-centric and business-focused approach through the relationships you will develop across UAL colleges and institutions that may have varying VLE requirements. About you Core Skills: Experience of working within a service desk environment, delivering high quality end user support in line with agreed SLA’s. Experience of producing support materials in a range of formats to guide and support users. Data analysis skills to review reporting information to identify areas of improvement (processes, training, guidance). Strong skills negotiating actions and improvements to stakeholders who may have conflicting objectives. Strong evidence of troubleshooting and resolving issues/problems within an operational environment. Excellent customer service and communication skills. A good understanding of service management and delivery processes such as ITIL and DevOps, and experience of using a service management tool is advantageous. Experience of University learning management systems is desirable but not essential. We are UAL University of the Arts London (UAL) offers an extensive range of courses in art, design, fashion, communication and performing arts. We are a collegiate University spread across London with six Colleges, four Institutes and five Research Centres. We are ranked highly across the board. We are ranked first for specialist art and design, second in the world for Art and Design in the 2023 QS World University Rankings (for the fifth year in a row), ranked fifth in sustainability and two of our colleges were rated in the top three fashion schools in the world. To apply please click the apply button. Closing date: 23:55, 13th March 2024. UAL is committed to creating diverse and inclusive environments for all staff and students to work and learn – a university where we can be ourselves and reach our full potential. We offer a range of family friendly, inclusive employment policies, flexible working arrangements and Staff Support Networks. We welcome applicants from diverse backgrounds, including race, disability, age, sex, gender identity, sexual orientation, religion and belief, marriage and civil partnership, pregnancy and maternity, and caring responsibility.